Senior Support Engineer

at  Architecture in Motion Inc

POSITION CONCEPT

Reporting to the IT Service Manager, this position is responsible for leading product and support team and projects. This position will be a player/coach, rolling up their sleeves in the achievement of deliverables as well as coaching the team. As a Senior Support Engineer, you’ll play a critical role in ensuring the seamless operation of our software products. You’ll provide technical support to both internal teams and external customers, diagnosing and solving complex issues. This expertise will extend beyond traditional support responsibilities, encompassing site security and support business Microsoft applications.

SYSTEMS AND APPLICATIONS: EXPERIENCE IS HIGHLY VALUED

• Azure DevOps Administration and Development
• Active Directory
• VM infrastructure Cloud and On-Prem
• Business Central
• Dynamics (CRM/SALES/FINANCE)
• Microsoft Exchange
• Cloud Platform: Azure
• 0365 Suite

REQUIREMENTS AND SKILLS

• Bachelor’s or College Diploma in Computer Science, Engineering, or related field.
• Several years of experience in support engineering working with cloud/network/ services.
• Strong experience with Azure cloud services and understanding of various Azure platform services.
• Expertise in software design patterns, best practices, and Agile development methodologies.
• Excellent problem-solving abilities and a track record of working under tight deadlines.
• Microsoft Certified: Dynamics 365 Fundamentals (CRM)
• HTML5, CSS, JS/JQuery, Ajax (knowledge of FLASH is a plus).
• Relational databases (MySQL) including creating and running SQL statements.
• Performance/application monitoring.
• Experience in matrix environment

SUPPORT RESPONSIBILITIES:

• Provide technical support to customers, addressing their inquiries, troubleshooting issues, and resolving problems efficiently.
• Collaborate with development teams to identify and resolve software defects and improve product quality.
• Develop and maintain strong relationships with customers, ensuring their satisfaction and success.
• Investigate and analyze complex issues related to our software products, both from the back-end and front-end perspectives.
• Provide quick and timely resolution for incidents and service requests made by customers
• Create and maintain detailed documentation, including knowledge base articles and best practices.
• Participate in on-call rotations to provide 24/7 support to our global customer base.
• Manage the Service assurance daily stand-up to help triage and escalate issues between the team
• Enterprise applications administration and monitoring
• Responsible for hardware, printers and related equipment both at the user and office level
• Manages asset tracking for offices
• Manages user access rights to applications by following security and compliance best practices
• Provides desktop support for hardware and software setups, and quality assurance for new users
• Willing to be on call for after-hours emergency support coverage